ANZ Slammed for Overcharging Deceased Estates

4

⚠ The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.

The BCCC's accusations are centered on ANZ's failure to cease or refund fees charged to deceased customers' estates in a timely manner. The committee also noted that ANZ did not respond to inquiries or instructions from the representatives of these estates within the 14-day period mandated by the 2019 Banking Code of Practice.

The violations, spanning more than four years from July 2019 to September 2023, involved ANZ's inability to quantify the extent to which it was in breach of these code obligations. The bank has since committed to remediating $3.25 million to around 19,000 affected estates.

This action against ANZ follows closely on the heels of a similar sanction imposed on Westpac for its poor handling of a regional branch closure. According to the BCCC, another unnamed bank was given a formal warning for similar issues, though the financial impact and number of affected estates were significantly lower.

The BCCC listed several reasons for its stringent action against ANZ:

1. ANZ's inability to accurately monitor and report the 14-day obligation breaches.
2. Delayed internal measures to prevent additional breaches after an audit in September 2022.
3. Slow response in addressing customer issues identified back in February 2022, with remediation expected to be completed only by July 2024.
4. Delays in responding to estate representatives, exacerbating the emotional and logistical burdens on bereaved families.

Significantly, the BCCC highlighted that in June 2023, ANZ introduced an automated tool to waive fees upon receiving death notifications. However, this measure came more than a year after the initial problem identification.

The committee pointed out that more than 7,000 delayed cases are awaiting resolution, each requiring manual review to identify potential breaches. ANZ plans to send approximately 10,604 apology letters and pay financial compensation totaling around $667,915 to affected representatives.

BCCC Chair Ian Govey expressed considerable concern over ANZ's Code breaches, describing them as intensely problematic and warranting the severe sanctions imposed. Govey criticized ANZ’s slow remediation process, saying it "did not meet expectations" and that the bank "should have done more to address this more quickly."

The sanction stems from a 2023 inquiry by the BCCC into banks' adherence to the deceased estates provisions in the Banking Code of Practice, implemented to ensure institutions follow best practices in handling such sensitive matters.

Last week, financial regulator ASIC approved updates to the Banking Code that include revised steps for securing accounts following customer deaths. These changes are slated to take effect after 28 February 2025.

This evolving regulatory landscape underscores the importance of timely and compassionate handling of financial matters for deceased estates, an area where ANZ has evidently fallen short.

Published:Thursday, 4th Jul 2024
Source: Paige Estritori

Please Note: If this information affects you, seek advice from a licensed professional.

Share this news item:

Finance News

Clear

BIA Calls for Strategic Support in Australia's Marine Manufacturing Sector

24 Dec 2025: Paige Estritori

The Boating Industry Association Ltd (BIA) has recently called upon all levels of Australian government to provide strategic support to the nation's marine manufacturing and recreational boating sector. This appeal comes in response to a significant skills shortage that threatens the industry's substantial economic contributions. - read more

Austal Limited Bolsters U.S. Shipbuilding with $100 Million EFA Loan

24 Dec 2025: Paige Estritori

Austal Limited, a prominent Australian shipbuilder, has secured a $100 million loan from Export Finance Australia (EFA) to support the expansion of its shipbuilding operations in Mobile, Alabama. This funding is earmarked for the development of Austal USA's Final Assembly 2 (FA2) project, a significant step in enhancing the company's capacity to construct vessels for the U.S. Navy and Coast Guard. - read more

Promoting Safe and Responsible Boating: BIA's New Initiative

16 Dec 2025: Paige Estritori

The Boating Industry Association (BIA) has recently unveiled a significant initiative aimed at fostering responsible boat ownership across Australia and New Zealand. This campaign, launched during Safe Boating Week 2025, is a collaborative effort under the Australia New Zealand Safe Boating Education Group (ANZSBEG), which includes maritime regulators and peak bodies from both nations. - read more

Addressing Skills Shortages: BIA's Call for Government Action

16 Dec 2025: Paige Estritori

The Boating Industry Association Ltd (BIA) has issued a compelling appeal to all levels of Australian government, emphasizing the urgent need for strategic support to bolster the nation's esteemed marine manufacturing and recreational boating sector. This call to action arises amidst a significant skills shortage that poses a threat to the industry's economic vitality and growth potential. - read more

Celebrating Marine Innovation at the Sydney International On-Water Boat Show

16 Dec 2025: Paige Estritori

The 56th Sydney International On-Water Boat Show recently concluded after four dynamic days at Darling Harbour, drawing over 20,000 visitors and highlighting the latest advancements in marine design and technology. Presented by the Boating Industry Association (BIA) and Mulpha Events, the event featured more than 160 vessels from 120 leading international and Australian marine brands. - read more

Urgent Call for Government Support in Australia's Marine Manufacturing Sector

30 Nov 2025: Paige Estritori

The Boating Industry Association Ltd (BIA) has recently issued a compelling appeal to all levels of Australian government, emphasizing the urgent need for strategic support to bolster the nation's esteemed marine manufacturing and recreational boating sector. This call to action arises amidst a significant skills shortage that poses a threat to the industry's economic vitality and growth potential. - read more

Click for more Finance News